Learning and Development Specialist Job

AIG has an unsurpassed global travel insurance underwriting capability through AIG’s insurance operations in more than 100 countries. Millions of leisure and business travelers alike rely on Travel Guard®, AIG Travel’s portfolio of travel insurance solutions and global assistance services, to help them recover from unexpected circumstances that can interrupt their travel plans. Through eight wholly owned, state-of-the-art global service centers, customers have access to 24/7 emergency travel assistance, medical and security services with more than 40 languages spoken on-site. We help people travel more and worry less.

About the role

The Learning and Development Specialist is part of the Implementation team supporting the Houston Assistance center. You will ensure the Assistance team members, the customer service representatives, remain competent in their job and have access to the necessary tools. This team is responsible for functions such as training, access provisioning, management reporting, quality control audit, complaints review, and implementation of new accounts and schemes.

In this position, you will learn the travel policy schemes specifics, technical, medical, and security services. People come to you as a “go-to” source for help and support because of your in-depth knowledge and expertise. As a more experienced team member, you can drive continual improvement and impacting the way that things get done. This is a challenging and rewarding position where the applicant will be able to put his/her skills to use every day. From problem-solving, analytical, high-quality writing and verbal communications, presentation skills to customer service.

The Learning and Development Specialist completes the following:

• Works closely with the Implementation Manager, Account Managers, Operations Leadership and various internal business
  partners to ensure AIG’s clients are in the best hands while traveling abroad.
• Develops and executes plans to improve Customer Service Excellence and overall quality within Implementation.
• Designs and provides Assistance training, including classroom training, WebEx sessions, and individual sessions for new hires
  and existing staff members.
• Develops evaluations of the training content.
• Creates and designs eLearning training material.
• Trains supervisors in technical and leadership skills, coaching and managing time and performance.
• Identify staff development needs and supports through coaching and mentoring techniques to improve their knowledge or skills.
• Co-maintains the Microsoft SharePoint site to ensure the right processes and accurate policy information is in place.

What we are looking for

The ideal Learning and Development Specialist will be self-driven, results-oriented with a positive outlook, and a clear focus on providing a high quality of customer service and teamwork. Comfortable with process evaluations and decision-making in a dynamic implementation environment.

• Bachelor’s degree in related field preferred or equivalent degree or experience relevant to the work area related to customer service, human resources, or education.
• Flexible hours, adaptive, and time availability on short notice.
• Excellent communication skills, including verbal, written, interpersonal and presentation.
• Demonstrated proficiency with computer software: Office package: Outlook, Word, Excel, and PowerPoint.
• Knowledge of Microsoft SharePoint (preferred).
• Knowledge of creating eLearning training (preferred).
• Knowledge of construction of curricula and educational planning, teaching methodologies, adaptability, and learning styles.
• Knowledge of behavioral characteristics and performance, individual differences in abilities, interests, personality, motivation, and learning pace.
• Knowledge of administrative procedures, such as file management, presentations, and forms design.
• Knowledge of basic principles of business and management.
• Ability to analyze data determines root cause and develops an appropriate solution.
• Demonstrated experience managing multiple and competing priorities, proactive problem-solving ability with solutions-oriented attitude.
• Ability to collaborate across other departments and teams.
• Ability to handle an increasingly high volume of work in a fast-paced, deadline-driven environment.
• Ability to work independently within a team environment and make decisions while considering operations requirements.

A look at our Benefits

We’re proud to offer a range of employee benefits and resources that help you protect what matters most – your health care, savings, financial protection and wellbeing. We provide a variety of leaves for personal, health, family and military needs. For example, our “Giving Back” program allows you to take up to 16 hours a year to volunteer in your community. Our global mental health and wellness days off provide all colleagues with a paid day off to focus on their mental health and wellbeing.

We also believe in fostering our colleagues’ development and offer a range of learning opportunities for colleagues to hone their professional skills to position themselves for the next steps of their careers. We have a tuition reimbursement program for eligible colleagues to enhance their education, skills, and knowledge in areas that relate to their current position or future positions to which they may transfer or progress.

We are an Equal Opportunity Employer